Vendor Details

Zendesk

www.zendesk.com/pricing/

United States

About Zendesk

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.

Zendesk Reviews
Recently Reviewed!

Great experience using this product. No issues were missed!

May 23, 2018

James R.

Project Analyst

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Pros: Zen desk made service tickets for our applications come in in a timely fashion, and allowed the ability to connect with the end user directly through the application. It allowed us to categorized the tickets into subject matter as well as priority. Allowing us to deal with highest priority tickets first. Also allowed tickets to be assign to specific groups or individual support staff. making sure they are assigned to the appropriate staff to solve the issue. Flagging the tickets was great as well, it allowed to be flagged that it is in process as well as completed. once completed they were automatically moved to a different folders which was great as it allows you to view only the active tickets, but as well go back and reference the old ones if needed.

Cons: It required a queue manager to assign the tickets to our support staff, which is usual, but if someone doesn't do it regularly tickets could be lost.

The ZenDesk makes it incredibly easy for customers to send questions to the team.

May 22, 2018

Owen M.

Intern

Accounting, 1-10 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It allows for a convenient location for store questions and helpful comments from customers and members.

Cons: Without making the customer input their email, it makes it difficult or impossible to reply to their questions.

Zendesk is the best tool for customer service organizations

May 21, 2018

Jason K.

Director, Service Design

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: A turnkey product that is readily designed for support managers. I've leveraged numerous support service platforms and Zendeks understands what managers needs and implements with delightful solutions.

Cons: Sometimes features are slow to develop. It can take a long time for Zendesk to develop a new tool, but once it is developed it is a bigger feature than I initially requested.

Zendesk is a great way to stay in touch with customers.

May 21, 2018

Verified Reviewer

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: I love Zendesk because it has an attractive interface, is easy to use, and keeps me in touch with my customers in real time.

Cons: I wish the notifications of this software were a little better and more customizable so that I could choose how I want to be notified.

Very easy to provide and receive help when using for customer service (chat function, etc.)

May 17, 2018

Sarah P.

User

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: I have always been able to receive assistance whenever needed- it's fast, you can see when someone is formulating a response and it's efficient

Cons: There isn't much to complain about- everything is really easily helpful and if you get disconnected, everyone is able to use good notes on files to see what was being discussed and you have the option to have the discussion sent to you for further reference

Helped us keep track of our responses.

May 17, 2018

Robbin Y.

Accountant

Machinery, 1-10 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Before Zendesk we really had no protocol on how we kept track of our response to customers needing phone service. Zendesk helps us keep track of our responses and sends an email to the customer with a log of the conversation they had with out service techs. Customers can respond to those emails to ask further questions/get more help or let us know if they were happy with the service they received.

Cons: Overall I don't really think there was much I did not like about the software, however we have not used any other service software to be able to compare it.

Overall: We were able to streamline our responses to our customers in need of service, keep track of each issue the customers had and log the information into our customer files. Our response time decreased and our customers were happier with a shorter wait to fix their issues.

Enable Your Customer Service Team to be the Best

May 17, 2018

Verified Reviewer

201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: Our customer service/community team utilizes Zen desk to address issues raised by our large community and generally track and manage tickets. We particularly appreciate the strong analytics platform behind Zendesk as we are a metrics and data driven organization.

Cons: Email alias for ZenDesk can be nondescript and confusing for customers. The nature of ticketing can feel impersonal for our end users despite live CS agents answering the threads. There are more needs for AI (for smart tracking and smooth transition between CS agents) and general logistics when multiple agents are handling a single thread. There is a steep learning curve as well.

Useful and necessary

May 17, 2018

Raphael A.

Member

Marketing and Advertising, 1-10 employees

Used the software for: 6-12 months

Reviewer Source

Source: GetApp

4/5

Overall

2
/
5

Ease of Use

5
/
5

Features & Functionality

2
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk CRM really the best we have used but we liked how customer messages and inquiries were handled with ease. also, customer support enabled us to find the right functions.

Cons: Talking of the app and customer support, we weren't that impressed with tutorials at the beginning. we ditched the app for an alternative due to unimpressive UI. Where is google when you need it.

Zendesk brings peace to your company

May 16, 2018

William I.

Schoology Administrator

Primary/Secondary Education, 501-1000 employees

Used the software for: 2+ years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Great product; sets the industry standard.

Pros: Zendesk is a central base for all of your documentation and support needs. The tool allows you to provide articles, chat support, general communication, and manage all of it with professional analytics. A tool like this can revolutionize a company's support team.

Cons: My only complaint is that the knowledge base comes together with other services; while that wound up being a good thing for us, we initially only wanted a knowledge base and couldn't purchase it separately.

I've used ZenDesk for more than 5 years and implemented it at our company.

May 16, 2018

Verified Reviewer

Internet, 11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: ZenDesk automates and documents customer support in a way that is so easy to use. I don't have trouble training people on ZenDesk, they just seem to figure it out, which speaks volumes.

Cons: The customer side of things can be a little difficult to navigate, they tell me. And the templates never seem to fit what we're looking for. Setting up rules is super powerful but as a result complicated, and you can easily break what many would consider core functionality. But it's the price you pay for flexibility, and there's lots of it!

An efficient customer service ticketing and help desk system

May 16, 2018

Verified Reviewer

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I liked the fact that Zendesk has a lot of options for customer support. You can create tickets, adding users and software. Zendesk also provides a help center where your customers can access a bunch of resources like FAQ's.

Cons: What I liked least about this software is the fact that it is not that that easy to learn how to use it. It's interface seems a bit complicated for new users.

Overall: - Efficiency in handling customer's requests
- Provides a help center for your customers
- Affordable for a small business

You know what you are getting

May 16, 2018

Chris W.

Digital Marketing Specialist

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: Solid name in ticketing with tried and true software to prioritize and organize incoming tickets. Easy to use.

Cons: There have been a few refreshes over the years but could use some work to refresh features and UI. Has been a great tool and I think some of the new features have been useful.

Good helpdesk solution

May 16, 2018

Verified Reviewer

Oil & Energy, 11-50 employees

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Pros: Zen desk is a good helpdesk solution with all the features you would expect. Easy to use and configure.

Cons: The pricing model didn't quite work for us so we went with freshdesk instead. On the whole they are very similar products

A good help desk

May 16, 2018

Dealdiane D.

Mr

Computer Software, 1-10 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: If you are using the Atlassian suite of products, especially Jiram then it just make sense that you should be using this as well. This helps you organize your support emails automatically with little setup. The history tracking is great as well.

Cons: History tracking is great but can be too verbose. I hope there's a way to delete "some" of the history. Also, we always seem to have a problem with images in emails. They never get automatically attached to JIRA or to a ticket when forwarding emails from it.

Cons: disliked the model that you pay per the amount of students or other entities you are serving. it gets to be very limiting or very expensive if you are a very small business (for example one karate studio with limited space for income streams to cover the costs)

This is the help platform for a variety of softwar

May 15, 2018

Verified Reviewer

11-50 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: very good system for customer service. Basically what happens when a CRM meets a help desk. Combine the two and their child is this.

Cons: Can be costly. If you are a start up this may not be the best tool. Apart from that you do need to have a staff that can manage it.

Cons: I would like to get the prospect's email address somehow, Now the company information is captured but not the email of the prospect

Overall: Customer service

Love the interface

May 15, 2018

Verified Reviewer

Computer Software, 501-1000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: makes our customer service much better with direct communication from my customers to our support team.

Cons: There really sin't much but I wish there was more API to other solutions that we utilize today. make it more open

Overall: love the solution for our customer service

Zendesk makes it easy to run a support team

May 15, 2018

Hunter F.

Co-Founder

Computer Software

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: Overall Zendesk has helped us complete a record amount of support tickets. Zendesk makes sure we stay organized.

Cons: Still looking for better connections to other applications that we use. Could use a more streamlined UX.

Nice ticketing system with too many bells and whistles.

May 15, 2018

Verified Reviewer

Publishing, 501-1000 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

2
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: This is a very good product for keeping track of tickets. End users can easily track their issues and see what state they are in (if updated by developer). Most modifications are very easy. Interfaces great with JIRA.

Cons: Some of the features are difficult to turn off, or impossible to turn off, so you are stuck with them. Most don't interfere with performance, but they are a pain to navigate around.

Zendesk Changed My Life

May 15, 2018

Verified Reviewer

Real Estate, 11-50 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk helps you organize and prioritize all tasks in your helpdesk world. Even the lowest subscription is totally helpful.

Cons: The only thing I did not like about this software is when I contacted them for help and I explained what needed they would not just make it happen. They pointed me to WIKI articles.

Overall: I was able to organize everything. It changed my entire work day and made my users happier as well!

I use this software through my volunteer work.

May 15, 2018

Verified Reviewer

Higher Education, 501-1000 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It's super user friendly, very intuitive, customizable, and it looks great while I'm using it. Very helpful.

Cons: Nothing! I think this software is great and very user friendly. I appreciate that I can submit requests for changes and they're taken seriously.

Overall: It makes my volunteer work easy and user-friendly.

Zendesk is a good product for what it does

May 15, 2018

Matthew C.

Mid Level PHP Web Developer

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It's good at making a help desk portal and putting in documents. Editing is pretty decent also and as long as you like the layout they give you it's pretty easy to put together

Cons: Styling the thing isn't the easiest. I spent a long time finding the tricks to make Zendesk match my site and I could only come close.

Overall: a lot of css practice

This software integrates all the activities of a company that are directly related to customers

May 14, 2018

Ruben A.

Geografo. Jefe de oficina Registro de Productor

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Excellent software, it is an electronic commerce tool, it stands out for its customer service through email, telephone line, social networks and real-time chat through an application, the tool is developed so that calls can be made from Zendesk, even thanks to its user interface, several entries can be viewed at the same time

Cons: It does not have significant disadvantages, one of the few disadvantages is with respect to prices, it may be somewhat higher than the rest of the customer service software, and on the other hand, it does not have the possibility of changing the code (Open Source )

Overall: Zendesk is an excellent leading software based on the cloud, is easy to use and is an easy and fast way to provide customer service, the interface is easy and intuitive, which allows agents to be incredibly productive and direct all their energy to help customers.

Zendesk is very user friendly and easy to use. I love how easy it is to accomplish tickets.

May 14, 2018

Tim W.

Executive Assistant

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Pros: The functionality for creating and successfully getting tickets done is what I love about the software. Customer service is able to use this platform to enhance the customer experience.

Cons: The login can't be used by multiple users so therefore each user must have their own login. It's a small negative but overall great software.

something simple and easy to manage your emails in the AP.

May 14, 2018

Dante G.

Programador de software

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: very complete tool, easy to use, quick to adapt to your system, able to organize and manage the emails that may come from your AP.

Cons: It takes a long time to answer and send mail, often it does not arrive on time and that can be a bit annoying.

Overall: It organizes me and offers the ability to show and send information through emails.

We use Zendesk to communicate with our programming team

May 14, 2018

John H.

Brand Manager

11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: The support platform allows us to easily communicate with our programmers. The archive keeps track of requests to the various websites. The ticket structure keeps track of how many requests we've made, which helps us gauge the effectiveness of our programmers.

Cons: I'm not sure if it's our setup, but tickets seem to expire too quickly. After some time, if I need to make an addendum to a request, I need to create a followup to the ticket, which creates a whole new request.

Overall an awesome tool for customer service!

May 14, 2018

Monique H.

Marketing Specialist

Music, 11-50 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It's easy to use and easy to address our clients needs. Their support team is very quick to respond which is beneficial for our business. It's easy to file tickets and solve them. I love the feature to save auto-responses.

Cons: The overall design of the product can be a little confusing to new users. Responding internally needs to be better marked so you don't accidentally respond to the customer if you need to talk to your team.

Overall: It helps us to address the needs of our users; we receive thousands of tickets a day in queries and Zendesk makes that process simpler.

Customer Support & Tracking is made EZ with Zendesk

May 14, 2018

Cody B.

Marketing Director

Legal Services, 1-10 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Customer Support is critical in today's world, we had to implement a system to track the incoming communication from customers. Zendesk works and it provides that accountability that we needed for our customers. I am happy with this software.

Cons: I wasn't using the software to the full potential. It is a good idea to use the Problems and Incidents to categorize those types of tickets. We were doing this the long way before it was figured out.

Overall: Organizing is the biggest benefit of Zendesk!

Love Love Love using Zendesk!

May 14, 2018

Verified Reviewer

Computer Networking

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I love the look of it, it's super put together and is such an easy software to use. I like that all of my dashboards are together so I can see everything.

Cons: It's a little too clean, if that makes sense. it was definitely well made by some graphic designers, which isn't necessarily a bad thing but it looks more personal than professional.

ZENDESK FTW!!

May 14, 2018

Verified Reviewer

201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: thanks to Zendesk we're able to prioritize and view helpdesk requests with ease! We can even check status updates of our requests along the way! great!

Cons: No issues to date. I've enjoying being a user of Zendesk since we implemented. Very good stuff!!

Pleased with the organization tools provided

May 14, 2018

christina b.

Training Manager

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: Our support team has used Zendesk for the past 4 years and it is a major improvement from our last support system. The monthly statistics are great to see how we are doing as a team, as well as, the knowledge base feature for both in house and customer facing.

Cons: Ourselves, along with a multitude of other customers, have requested to have the "Spawn new ticket from reply" feature added to Zendesk for longer than we have been using this service. It would be so helpful to be able to break off a new request from our customers, without the original request being overlooked or forgotten.

More suitable for bigger organizations

May 14, 2018

Verified Reviewer

Cosmetics, 1-10 employees

Used the software for: 1-2 years

Reviewer Source

Source: GetApp

4/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk is powerful in that it offers a ton of analytics and automations, and if you are a larger organization, it is definitely a more sophisticated product.

Cons: There is a much higher learning curve we found, and because we are a smaller team, the workflows didn't' really make sense and is sometimes very complicated.

ZenDesk is one of the good CRM in list that i have used.

May 13, 2018

Bheesam J.

Sr. software engineer

Telecommunications

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It is a good cloud based CRM tool with simplified functionalities and options, easy to navigate through, it's ability to search a ticket by contact, user or subject and merge those tickets into one are much appreciated. it provides ability to mass select and close the tickets at a time.you can close them all at once when the issue is resolved or if you have an update. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros.

Cons: Certainly ZenDesk is not the best among category also they continue to make changes without telling you, functionality disappears and they have always lacked some key metrics for reporting. Sometimes the app loses the link. I have to Sign Out & log back in.

It¿s kind of complicated to use

May 12, 2018

Verified Reviewer

Higher Education, 5001-10,000 employees

Reviewer Source

Source: GetApp

3/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It helps us stay on top of our inbound customer service. We like that you can manage both email and twitter.

Cons: It¿s a little hard to find things or get around, and if¿s not that clear how some features work. It could be improved. Pricing is also the most expensive out there.

Manager user handling client support requests

May 11, 2018

Share E.

Implementation Manager

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

Pros: I like the ability to create different work queues, based on the fluctuations of types of requests. I love the reporting and how easy it is to monitor productivity on the team. I love that we've been able to integrate our Help resources which makes the support solution easier to find and share with clients. I like the macro option for email templates.

Cons: It took me longer than I'd have liked to learn the functionality of the system, but once I understood, it was easier to navigate. Based on my usage, I don't really have any "cons" to using Zendesk.

Effective Ticket Management Tool

May 11, 2018

Kyle B.

Major Account Manager

Computer Software, 201-500 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

3
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I used this tool for management of ticketing and helpdesk operations for a medium-sized consulting company. When we onboarded the software was great and has a very effective ticket system.

Cons: After implementation, we started struggling with support from their team. Some of it is what you pay for, but other is poor follow-up. The software barely breaks down once configured, so not a huge deal, but you need help when you need help!

Reliable system for customer support tickets

May 11, 2018

Verified Reviewer

Computer Software, 11-50 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk is a the most comprehensive system for tracking, prioritizing and solving customer support tickets for the best customer experiences.

Cons: I wish they had more customization as sometimes we need to fine tune some elements for our custom operations, hope they can fix this sooner or later.

Overall: Excellent support system for teams or any project!

Usability

May 11, 2018

Verified Reviewer

Consumer Services, 51-200 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: This software gives you the ability to to make a user friendly experience for your partners, customers and coworkers

Cons: There are many features to use and customize. At times that can seem quite overwhelming as to where to start

I have used this program for conference websites

May 11, 2018

Samantha Z.

Office Manager

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

3/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like the ability to instantly address customer concerns that may have otherwise prevented an immediate purchase decision.

Cons: At times it is somewhat difficult to adjust the settings of the widget so that it appears as online or offline.

I have used Zendesk on my conference website.

May 11, 2018

Verified Reviewer

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I value the ability to instantly communicate with my conference attendees and take their questions. I am able to handle concerns instantly that would otherwise delay registration.

Cons: I have had trouble with the settings for the chat widget. At times it appears and at time it doesn't.

Awesome service management tool

May 11, 2018

Sagar P.

Associate

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It is very clean and tidy. Easy to use and serves the purpose. I would really like to recommend Zendesk for every enterprise. It is a cloud based!

Cons: I am not seeing any Cons for this software.
I am not seeing any Cons for this software.
I am not seeing any Cons for this software.

A very effective CRM Solution

May 10, 2018

Sam S.

Operations Manager

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: The real-time multi-channel customer support utility using this tool makes it one of the best CRM tools which I have ever used. I used to manage telecom, email, chat & social media campaigns using this tool, via my laptop and smartphone too. It is an efficient tool to improve the Customer Support Operations.

Cons: I didn't like the mess which used to be there after a point of time in emails & repeat tickets due to unresolved issues. I had to put in extra efforts to get things right, whereas if there was some sort of automation to reflect multiple tickets or communication from one single customer by default, then it will make the life of a user/administrator easy!

Good features and helpful overall

May 10, 2018

Verified Reviewer

Financial Services, 1001-5000 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: We found it very simple to respond to tickets submitted. Tagging tickets to clump them together is also something we found to be a great feature.

Cons: The mobile functionality is limited and not easy to deploy. We have seen pretty good response from customer support teams, but would like to see this improve

Overall: Ticketing, helpdesk, issue resolution

Easy way to track, maintain, follow up on, IT HelpDesk issues

May 10, 2018

Tony H.

Vice President

Insurance

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Having a robust solution to track all issues from birth all the way to resolution. The ease of use of the platform was what I liked best.

Cons: ZenDesk is so big that it becomes hard to feel like your individual companies' issues or customizations needed are anything close to a priority

Overall: The ability to track any and all issues opened by customers in 1 easy to use platform

Tried it and failed

May 10, 2018

Verified Reviewer

Retail

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

2
/
5

Ease of Use

4
/
5

Features & Functionality

2
/
5

Customer Support

3
/
5

Value for Money

Pros: It seems to have a lot of cool features available for tracking web traffic and automating responses with clients

Cons: The customer service team had no idea how to help me implement this on my site. When I chatted with them on their own system they didn't seem to know how to help me. Very poorly informed staff.

Good tool for interfacing with customers

May 10, 2018

Verified Reviewer

Computer Software, 201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Pros: It is easy to use and keeps our clients and team members informed and up-to-date on client-related communications.

Cons: I wish it had the ability to set out of office responses that then directed open tickets to other team members. Sometimes tickets get lost in queues because ticket types are incorrectly set and so reminders of who it went to or what teams would be helpful.

easy to use - allows for collaboration with others

May 10, 2018

Verified Reviewer

Publishing, 51-200 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: I liked the "notes" feature the most - it allows you to add notes/comments to an item, and allows for other users to see and comment as well. The simplicity of the tool made it very user friendly as well.

Cons: It's hard to identify something that I least liked from the software - as I used it in such a limited capacity (email tracking for support) - however, with that usage purpose in mind, I wish we could have prioritized items, and filtered by that prioritization

Top in the business for a reason

May 10, 2018

Verified Reviewer

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Pros: A really easy system to use. It makes the experience great for both sides of an issue. Would recommend!

Cons: Cost could be better. It is hard to justify it to all clients. I wish I could but it doesn't really work out.

I think Zendesk is great support software.

May 10, 2018

Boris C.

Freelance Graphic Design and Web Development

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like that zen desk offer different reports and functionalities with a great looking interface. I also like the fact that you can have a chat widget on your website for free. It is a great way to allow clients submit support tickets and more.

Cons: Competitors offer better prices. I also didn't like that fact that you need to upgrade in order to receive more functionalities even if your team size stays the same. So if you are a small business but want more functionalities it can be very expensive.

Everyday tool: Zendesk

May 10, 2018

Verified Reviewer

Media Production, 11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: GetApp

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It's very easy-to-use tool with tones of free great apps. By far, it has great usability. Also analytical tools are great.

Cons: Costs are bit problem. If you have large number of teams, costs are becoming high.
Also form development is a bit hard.

Very good software as for customer support

May 10, 2018

Priyanka S.

Head Digital Library

Education Management, 201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It has been used one of my vendor and he is very happy from the day he has purchased this software.No communication gap value of money.Easy to use. complete automated software.

Cons: Now customers put up their questions on social media also so it should be connected with social media also.Once any costumer inbox to company it should be converted in to ticket.

Easy to setup and a great platform for customer service teams!

May 09, 2018

Pierre R.

Realtor

Real Estate, 51-200 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Easy setup and easy to use software. Customer service is great in helping you onboard and setting up your dashboard. Features are very helpful when dealing with inbound customer inquiries.

Cons: There have been times where the software doesn't react as quickly as I would like it to. Dealing with a large volume of tickets requires a fast and responsive interface.

The best ticketing system i've ever used

May 09, 2018

Verified Reviewer

Used the software for: Less than 6 months

Reviewer Source

Source: GetApp

4/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: ZenDesk is amazing peas of software which help businesses to communicate with their customers in a whole new way! With an intuitive UX and a lot of features, you can set up your goals, SLAs and business triggers/actions in no time. There are no questions at all. Everything is right there where you expect it! I love this application and for sure will recommend it to my future customers

Cons: The only thing I have a recommendation is to review the pricing. Some of our customers are with thinner budgets and they are searching for alternatives, which makes my business life harder (i need to learn new software)

excellent tool, very useful.

May 09, 2018

Samantha N.

IT Project Manager

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The tool is easy to learn and does not require special technological skills. It provides a platform to build efficiency and responsibility quickly within a department. This has been an extremely effective tool for managing the high volume of emails that arrive, specifically for AP. Functions such as "Views" and "Reports" are excellent tools to control current tickets. The built-in spell checker is, in fact, a lifesave, You can easily track the previous ticket history in case you need to refer to a previous problem, you can combine tickets so you can know what to look for and to focus more on creating an answer, We have the macros configured to mark the tickets as spam, deliver them to another team, etc. I have more time to think about my answers and manage our inflow.

Cons: They could benefit greatly from additional email options and customizations, as well as solving some "bug" problems, since some of the features may be somewhat vague. Also, they need to improve notification to personal email because we do not have all of them and, sometimes, I can not see the customer's response on time.

Overall: Thanks to Zendesk, now everything is optimized and well organized, we can offer more productive and professional services to our customers.

Happy Customer!

May 09, 2018

Abby F.

Owner

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Pros: I haven't been using Zendesk for long as I have a relatively new company but I have truly enjoyed my experience. It is very user-friendly and simple to navigate.

Cons: I have never contacted customer service or support but Zendesk is extremely easy to use. I have nothing bad to say about it at all.

Pros: The ability to access all support email in one location along with the ability to keep tabs on client feedback, prevent duplicate responses by being able to see if another person is in an email, and ability to keep track of the timeliness of response.

Cons: For what it does, there are a lot of other options that offer as much functionality with a lower price point.

Overall: A centralized location for client support along with a professional support center.

Zendesk..excellent ticketing system

May 09, 2018

Francisco P.

CEO

Computer Software, 11-50 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Overall the easiset we¿ve dealt with. Steep pricing is worth it at the end.

Pros: Ease of use, creation and tracking of tickets. Bility to create teams and have clientes receive emails automaticaaly saves time and confusion.

Cons: Price jumps are steep for little-added features. Also, reporting tools are weak, so most client reports have to be done by hand. Another con is the ¿play¿ button for ticketing is not intuitive.

One of the best chat for our websites.

May 08, 2018

Luis Ángel O.

Supervisor de operaciones

1001-5000 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk is a great tool not only allows contact with customers through chat but also we can see what products or services you are interested in and helps us to perform an analysis on our website. The interface is great and offers many features.

Cons: I really do not have anything against, I like this tool I think the price can be a bit expensive but its functions are worth it.

Overall: Great tool to provide support to customers, it adapts to any type of business, even the free version is very good.

ZenDesk - Good Help Desk and Support Tickets

May 08, 2018

Jen L.

Senior Developer & Designer

1-10 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Overall, this is a nice HelpDesk. There are HelpDesks that are not branded, and are easier to use.

Pros: Fairly easy to use for the laymen
Very affordable options
Scalable depending on the size of your organization
Knowledge Base for the user to possibly avoid putting a ticket it because they found an answer in the Knowledge Base
Easy Ticket Managment

Cons: Knowledge Base is time consuming to fill up
For the laymen can be a daunting experience for the learning curve

Great tool for support ticket tracking

May 08, 2018

Verified Reviewer

Computer Software, 51-200 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: - Very easy to keep track of support tickets submitted by customers.
- Powerful and comprehensive reporting features.

Cons: - The pricing can be really expensive depending on your business size.
- The UI lacks ways of white labelling the layout to match your applications.

Great support desk software

May 08, 2018

Ryan K.

Software Engineer

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Extremely user-friendly and intuitive to use, great customer support, easy workflow-enabling processes built into the app, easy configuration and implementation

Cons: Tough to figure out where to find documentation and the various power-user functionality that comes with Zendesk

Zendesk is, in my opinion, the best support desk out there.

May 08, 2018

Justin H.

President

Internet

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk does what you need for a support software. It manages tickets and fully integrates into CRMs, live chat, time tracking, and other systems that are essential for customer support.

Cons: It is a little pricey as you grow a big support team. Other than that, I have no complaints - a fantastic piece of software.

Overall: Zendesk is a fantastic customer support system - can't say anything else.

One of the best ways to interact with customers

May 08, 2018

Verified Reviewer

Internet, 11-50 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk was our number one (and still is) choice for implementing a chat on various websites that we managed for our clients. The functions are elaborative, they display various metrics about the person you are adressing and will program several responses as well. It's simple and very easy to use.

Cons: I would love to see further integration with other platforms perhaps, such as social media and CRM software.

User Friendly Tool for Small or Medium Businesses

May 08, 2018

Kathleen F.

Organizational Effectiveness Manager

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: Easy to upload content and images with formatting that is pretty initiative and easy to organize by category or content type. Also, integrates with most systems.

Cons: Could have more features that allow for customization, most features are pretty basic, so depending on your needs, might need a most heavy duty option.

Cons: The system is powerful, but not as customizable as we'd like for our various team members. Also, the help center templates they provide can sometimes have formatting issues.

Overall: Zendesk allows us to professional communicate with our customer base, provide a help center of support articles, escalate issues to our engineering team via their Jira integration and improve our customers' experience through Zendesk's reports and analytics.

Well organized software that seems to be created for many industries to use

May 07, 2018

Verified Reviewer

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: Very easy to learn and seems to never have any downtime. Zendesk fits any company small, medium or large

Cons: Perhaps the company might expand into adding features to the customer service platform. When someone uses the service offer some other features to compliment

Handy, supportive, good user interface

May 07, 2018

Verified Reviewer

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like that all your queries and customer support questions are compiled and kept in one organized convenient interface which is also easy to use

Cons: What i dont like is sometimes how delayed the customer service can actually be in terms of getting a reply back to you, other than that i recommend this product

ok customer service portal

May 07, 2018

Clay K.

VP

Reviewer Source

Source: Capterra

2/5

Overall

2
/
5

Ease of Use

3
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: Gave us the ability to track the productivity of each of our customer support reps on an hourly basis

Cons: Unfriendly user interface in both the administrative side of things but more importantly to our customers who did not like the style of email responses.

Good CRM

May 07, 2018

David R.

Team Manager

Market Research, 201-500 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The best feature this offers is the chat support, which is very helpful if you don't want to have agents just answering phone calls - specially if the call volume isn't heavy enough to keep them busy. The chat feature Zendesk offers is quite stable and easy to setup according to your project/business needs.

Cons: From a manager's perspective, for customers it feels great but on the agent's end it lacks tools in order to make the conversation flow more smoothly.

Overall: We didn't found anything that nobody else offers, so we didn't keep it for too long with us.

Zendesk works from within Microsoft Teams, which is critical to our business

May 07, 2018

Verified Reviewer

11-50 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like that support tickets can be tracked from within Microsoft Teams, with no need to open the software in a new window. You can get notifications from within a teams channel.

Cons: to take advantage of all of it's functions, you have to pay for a license and this can be costly depending on how many users you have.

Good ticketing system

May 07, 2018

Agata J.

Marketing Assistant

11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Many integration options, nice user interface with intuitive navigation. The easy to operate and convenient ticketing system helps us to improve our customer service

Cons: Price is pretty high, most great features are available just in the high priced plans. Do not like their customer support, you should look for most answers on the peer support forum.

Overall: Zendesk platform allows us to manage tickets from customers

I use AIMS Zendesk often. It is extremely beneficial for this feature to be provided to our company.

May 07, 2018

Caitlin D.

Logistics Manager

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: I appreciate that when I am looking for a specific topic to review Zendesk suggests other topics that are related to your search topic.

To submit a request to our customer service reps is very easy through AIMS Zendesk. I have also found much value in the "my activities" tab that holds archived requests from previous customer service interactions.

Cons: The search engine could have opportunities for improvement. In my experience you are required to search for items on the support portal by the exact phrase and spelling. If you are having trouble remembering what exactly you are looking for then searching can be quite challenging.

Very useful tool for companies who experience a lot of customer inquires

May 07, 2018

Verified Reviewer

Building Materials, 51-200 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: Easy to use and update. Endless possibilities for help questions and categories. Great that there is a search function.

Cons: Definitely need to put a plan in place with your team to avoid duplicate efforts and questions and to keep the data clean.

Basic ticket system and not user friendly

May 07, 2018

Verified Reviewer

Computer Software, 11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

3/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It is a very basic help desk, ticketing system. It does allow assignment of users to tickets and keeps track of updates.

Cons: It has very limited search capability. No sorting once you have tickets pulled up. An upgrade about a year ago removed the date/time stamp that was specific. Now it is "a month ago" instead of date and time stamp. When you are using it for help desk tickets the exact date and time is critical. I would not recommend this system.

Zendesk

May 07, 2018

Justin H.

Coordinator, Office of Teaching Effectiveness

Primary/Secondary Education, 201-500 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I used Zendesk to create a knowledge base of professional development materials for my faculty. In a short period of time, I have seen these resources easily and regularly accessed by my faculty. The easy to use search bar allows faculty to identify needed helps by keyword, and i know that as i update resources I only need to worry about updating in one location.

Cons: At this point I haven't been able to identify very many cons - it has met my needs of creating just-in-time resources for my faculty, and they have only provided positive feedback! Creating the resources on the backend has been a positive experience from my viewpoint as well.

Zendesk

May 07, 2018

Jasper t.

Organisator

Philanthropy, 11-50 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: A great application, definetely something to consider. It looks beautifull and everything works perfectly like it's supposed to do

Cons: I've had a few cases where i had to make the same complaint multiple times, before customer support responded to me

Simple but effective customer support solution

May 07, 2018

Verified Reviewer

Internet, 1-10 employees

Used the software for: 2+ years

Reviewer Source

Source: GetApp

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Quite simple to use and implement. Each area of the product is quite differentiated from the others, so you can quickly understand the functionality limitations. This software is one of the best options for companies which need a first approach to manage customer issues and offer transparency to them via tracking capabilities.

Cons: In some cases, I miss more capabilities in the reporting area. For the moment is quite basic and from my point of view it needs to be improved.

ZenDesk is far and away the best solution for customer service for ANY size company.

May 05, 2018

Verified Reviewer

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: This customer service platform integrates with just about any of the popular ecommerce platforms making the setup extremely easy. The ability to upload and host help docs saves the customer service team HOURS a week.

Cons: The support agent portal UI is fairly confusing . I understand there's a ton of capabilities but it becomes more of a hassle to setup any auto-reponders, or filters than just manually completing tasks like these.

Overall: Streamlined the customer service activities.

Quite good customer care with little glitches

May 05, 2018

Verified Reviewer

11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It has many pros but the biggest leverage is the automation. Using this functionality (triggers, automated tasks etc.) will let you respond faster to customers' need. The other stunning area of data analyse and visualization. Tremendous insights can assure you can measure anything related to your customers' care what you would like to.

Cons: There are some limitation which are not upgraded even asked by its users for ages. Although improving of Zendesk is continous, so you can bet that you will not stuck to a once-good-but-now-obsolate customer handling system.

It is good software as for as customer support

May 05, 2018

Verified Reviewer

Real Estate, 201-500 employees

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The best thing about this your email converted in to ticket in from support.Once ticket created it will closed when problem of customer resolved.

Cons: I think it should login with Gmail ,Facebook also.Most the latest software.It create comfortable when any software sign up with google and Facebook.

Great Helpdesk with Integrations

May 05, 2018

Louis J.

Chief Technical Officer

Telecommunications, 1-10 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Lot's of integrations in to CRMs, Live Chats, other Helpdesks etc, strong APIs, White label ability, FAQ / Tech Guide for customers which is a plus.

Cons: The pricing has different levels for different features however the Elite Enterprise package costs stupidly expensive.

Overall: We setup a helpdesk software using one of the tower-tier plans.

Being able to communicate with a customer is a great feature of Zendesk.

May 04, 2018

Coletta R.

Owner

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like that I am able to communicate with a customer no matter where I am located. This will keep me in touch with my team and I can get things done, when I am not available.

Cons: I do not like that the price point plans are rated as they are. I think that the price points should include a little more features for the money that we pay.

Our choice for customer relationship

May 04, 2018

Carlos Eduardo d.

Co-Founder

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: We use Zendesk on a daily basis and it's great because it enables us to keep track of all our communication (live chat and ticket system) with our customers.

Cons: Could offer more integrations with external applications (maybe APIs) which could improve our workflow.

Quick to learn and easy to customize

May 04, 2018

Verified Reviewer

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Pros: I have enjoyed using Zendesk because of the ease of use. There was little to know learning curve, as all options are clearly articulated. The ability to customize was also wonderful, so the website fit the company perfectly.

Cons: I have used Zendesk as a company information collaborative, where current employees can view policies, updates, activities, etc. For this purpose, it worked perfectly.

Relatively quick responses

May 04, 2018

Kristina Q.

Administrative Assistant

Wholesale, 51-200 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I can find what I need. I found that finding topics have been easy to do. Our company received info.

Cons: My response time has not been quick. Email and support was not as useful as I would have liked it to be.

Good Experience. Fast Response.

May 04, 2018

Moses Z.

Associate

Outsourcing/Offshoring, 201-500 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

3/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk is a great tool to add to your business and resolve clients issues. Growing business need to address clients concerns and Zendesk helps on that. It keeps tracks of the tickets created, provides great charts and statistics, overall is a great tool to manage concerns and one you can count on.

Cons: Zendesk sometimes makes it hard to keep records of account. It's great for tickets, but in my personal experience, it doesn't keep enough track users account, only of the problem or ticket it sends in. I've tried over tools that do, which now Zendesk is lacking.

Overall: You get a great ticketing tool, manage to keep a great track of a client's single request and get back to him as soon as possible. Issues with Zendesk have been minimum and resolved in a rapid manner.

Zendesk has been integral to our Support Team being well-connected and agile.

May 04, 2018

Zack L.

Merchant Success Manager

Internet, 201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk has proven itself a super powerful tool in our world. It is the backbone of our support operations, because it allows for a distribution of support tasks amongst our support staff. Zendesk is totally auditable, so you can see what individual support staff have done on an individual ticket, and can also be plugged into data analysis tools so that you can get a bigger picture idea.

It's solid software, through-and-through.

Cons: It would be awesome if individual users could change around the colour and theme of the software. It's a pretty niche ask... because it's tough to think of things that aren't great about Zendesk! Once you get cracking with it, it's an immensely powerful and easy-to-use tool.

Overall: Our Support Team is well-connected and agile!

A great customer support tool.

May 04, 2018

Verified Reviewer

Consumer Electronics, 11-50 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Pros: There is a reason a large number of major product companies are using Zendesk - it's easy. You can plug and play rather quickly, it sorts your history of customer issues, allows you to tag support tickets with specific labels, and provides detailed metrics regarding response time and satisfaction.

Cons: Zendesk is difficult to customize or match to your company's branding. There is an ability to custom code your own site, but it still holds a general Zendesk style. That also requires someone who can code changes to make it your own.

I used Zendesk at my previous role and loved it.

May 04, 2018

Verified Reviewer

201-500 employees

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: I loved the layout of Zendesk and how easy and clear it was to use. At my previous job, it was our primary way to communicate with customers, so I used it all day.

Cons: I wish Zendesk had been better about duplicating repeat requests from customers. This is a common customer service issue, and so far, I've never seen it successfully done with any other software.

Best Help desk Ticketing system we have used

May 04, 2018

Chris M.

Manager, Technology Service & Support

Accounting, 1001-5000 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The best parts of this product has been:

- Ease of use - Very easy to get setup and working
- Low monthly cost - starting at $25 an agent
- Totally Cloud hosted - Nothing to host onpremise
- Lots of integrations - Too many to list
- Simple config - Very easy to setup and create the workflow you need
- Ease of customization - Very customizable for your support and ticketing needs.
- Branding - Grey label branding, can brand most items.

Cons: I honestly cant think of anything to say that is bad overall. It be nice if workflow/approval process was built into it, but that is able to be added as an add-on.

Overall: Increased productivity and better handling of client support issue and needs.

Great ticketing and customer relations platform

May 04, 2018

Fred B.

Director of Managed Services

51-200 employees

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: Zendesk is very well rounded and includes all the features most companies would need in a ticketing system.

Cons: The cost of the software can get high based in the plans\features you want to use. Smaller business might be turned off by the cost.

User ZenDesk to manage IT helpdesk

May 04, 2018

Verified Reviewer

Legal Services, 51-200 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

3/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

1
/
5

Value for Money

Pros: Full featured and made running our IT Helpdesk easy. Great integrations and the ability to setup reports and do live chat saved my help-desk a lot of time. Overall a very solid ticket sytem.

Cons: Zenddesk is expensive. I ended up using osTicket which is an opensource ticketsytem. I went from $20 a user to $0 / user. I host my osTicket in amazon for ~$10 / month with unlimited users.

Overall: it was easy and full featured but expensive

Gets the support job done

May 04, 2018

Verified Reviewer

Computer Software

Used the software for: 2+ years

Reviewer Source

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Zendesk is always there for us when we need it. It's reliable and the macros definitely save us time.

Cons: I wish it was faster and a little more modern in it's approach. Feels like software that was designed in 2001. Could do more with AI and automation in general to steamline processes.

A lot to digest

May 04, 2018

Verified Reviewer

501-1000 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Great tracking ability, reporting and data storage. Provide great mobile support as they can be used on Android, iPhone/iPad, and Blackberry devices.

Cons: Some versions are very difficult to complete the requests. Multiple drop downs that cause confusion when sending.

Zendesk is a great way to answer customer questions in a timely manner

May 04, 2018

Pratima P.

Development Strategies and Operations

1001-5000 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Pros: Zendesk is great to use for instant chats and to answer customer questions quickly. I enjoyed the customer service Zendesk provided. Their support staff was always friendly and willing to help.

Cons: I did not enjoy having to customize reports to pull specific information for each agent. I can say that everything else with Zendesk was great, we just weren't able to customize the reports as easily as we would've like to be able to.

Great user experience

May 04, 2018

Alexander C.

CIO

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Pros: Most of my service providers are using it, so I can have a good control over my tickets and status!

Cons: I can't think about something really bad, the only thing I'm not crazy about it is the interface, it could be more intuitive, but it depends on your provider's configuration.

I use Zendesk for my company, it's the best customer service solution out there.

May 04, 2018

Darren M.

Co-Founder

Hospitality

Used the software for: 1-2 years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like the ease of setup - just include a few lines in my website and it goes. I also like that it can be integrated with other software, such as AI agents.

Cons: The learning curve for me has been steep. I don't always have time to manage the Zendesk account so I am investigating a service that uses AI to answer immediately.

Awesome platform to manage customer support tickets

May 03, 2018

Ana T.

Operations Manager

11-50 employees

Used the software for: 2+ years

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: We use Zendesk all the time. It is a great tool to improve customer support services. I like that it stores all information about customers' requests from different channels in one place. It also allows you to work on multiple tickets at the same time which is very convenient.

Cons: Some notifications arrive with latency, pricing options are not very flexible and could be pricey for small companies.

Overall: Customer support service

One of the best softwares out there to handle customer support on behalf of companies that cant impl

May 03, 2018

Nakul K.

student

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It is intuitive and has a good user experience that makes everything easier to find which works well for users such as myself

Cons: As the service scales it becomes difficult to manage to some degree and requires support and supervision